Aastra ACD 100 Manuals Aastra ACD 100 - Page 29

Configuring Agent Log-out

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ACD System Configuration Regarding Calls Incoming outside Service Times Any calls incoming when the ACD group is closed can be, e.g. forwarded to an answering machine. Use the Reaction if group closed setting to configure this system response. • busy: A caller receives a busy signal. • Overflow to phone number and Phone No.: The caller is forwarded to the call number entered. Note Calls that come in while the ACD group is closed are not included in the statistic. Configuring Agent Log-out You can define the conditions for agents being automatically logged out of an ACD group with an "Aastra ACD Advanced 100" licence, agents must either log themselves out (refer to the chapter entitled Operation by Agents starting on page 75) or the supervisor takes over this task (refer to the chapter entitled Configuring Agents starting on page 61). The settings described as follows are configured in the Aastra ACD > Groups menu. Logging out if the Agent Does Not Pick up an Allocated Call If an allocated ACD call is not taken by the agent, the agent can be automatically logged out. This makes sense if this sequence is not normally intended, but an agent had possibly forgotten to log out. The call which had been allocated to the agent is retrieved into the call queue. Use the Reaction if no call connection by agent setting to configure this system response. • No reaction: Accept this default if you do not wish a system reaction. • Agent logout: Select this option to log out the agent. Note If an agent is member of multiple SCD groups, he/she will be logged out from all ACD groups which have this function activated. 27

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ACD System Configuration
27
Regarding Calls Incoming outside Service Times
Any calls incoming when the ACD group is closed can be, e.g. forwarded to an
answering machine.
Use the
Reaction if group closed
setting to configure this system response.
•
busy
: A caller receives a busy signal.
•
Overflow to phone number
and
Phone No.
: The caller is forwarded to the call
number entered.
Note
Calls that come in while the ACD group is closed are not included in the statistic.
Configuring Agent Log-out
You can define the conditions for agents being automatically logged out of an ACD
group with an “Aastra ACD Advanced 100” licence, agents must either log themselves
out (refer to the chapter entitled Operation by Agents starting on page 75) or the
supervisor takes over this task (refer to the chapter entitled Configuring Agents
starting on page 61).
The settings described as follows are configured in the
Aastra ACD > Groups
menu.
Logging out if the Agent Does Not Pick up an Allocated Call
If an allocated ACD call is not taken by the agent, the agent can be automatically
logged out. This makes sense if this sequence is not normally intended, but an agent
had possibly forgotten to log out. The call which had been allocated to the agent is
retrieved into the call queue.
Use the
Reaction if no call connection by agent
setting to configure this system
response.
•
No reaction
: Accept this default if you do not wish a system reaction.
•
Agent logout
: Select this option to log out the agent.
Note
If an agent is member of multiple SCD groups, he/she will be logged out from
all
ACD groups which have this function activated.